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Grumbul
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Guess Who's Back, Back Again - Virgin to Twitch Ingest Abysmal Once Again

You guessed it VM is back down across all Twitch Ingest servers worldwide in terms of my own outbound connection. Coming at you from multiple previous issues, one of which involved a 2 month round robin of epic failure resulting in the Chief's Execs office having to get involved.

The Problem: All ingest servers across Europe (and the rest of the world, including the UK London ingests) are almost impossible to reliably connect to. Traceroutes and bandwidth tests to the 20 European/UK ingest servers are abysmal at best. We are right back where we started on 19th November 2019. That problem took till mid January 2020 to resolve so here's hoping we get somewhere a little sooner on this lonely dance...

We'll start with the SuperHub 3.0 Info and go from there...

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

235000000

9.8

40

256 qam

13

2

243000000

9.5

40

256 qam

14

3

251000000

9.5

40

256 qam

15

4

259000000

9.3

40

256 qam

16

5

267000000

9

40

256 qam

17

6

275000000

9.5

40

256 qam

18

7

283000000

10.4

40

256 qam

19

8

291000000

10.6

40

256 qam

20

9

299000000

11.4

40

256 qam

21

10

307000000

11.6

40

256 qam

22

11

315000000

11.8

40

256 qam

23

12

323000000

12.1

40

256 qam

24

13

331000000

12.5

40

256 qam

25

14

371000000

12.3

40

256 qam

26

15

379000000

12.1

40

256 qam

27

16

387000000

11.5

40

256 qam

28

17

395000000

11.4

40

256 qam

29

18

403000000

11

40

256 qam

30

19

411000000

11.3

40

256 qam

31

20

419000000

11

40

256 qam

32

21

427000000

11

40

256 qam

33

22

435000000

11.3

40

256 qam

34

23

443000000

11.3

40

256 qam

35

24

451000000

11.3

40

256 qam

36

 

Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

40.3

3

0

2

Locked

40.9

4

0

3

Locked

40.3

0

0

4

Locked

40.9

5

0

5

Locked

40.3

0

0

6

Locked

40.3

6

0

7

Locked

40.3

3

0

8

Locked

40.3

5

0

9

Locked

40.3

4

0

10

Locked

40.9

19

0

11

Locked

40.9

5

0

12

Locked

40.9

5

0

13

Locked

40.9

0

0

14

Locked

40.9

0

0

15

Locked

40.9

5

0

16

Locked

40.3

5

0

17

Locked

40.9

3

0

18

Locked

40.9

0

0

19

Locked

40.9

6

0

20

Locked

40.9

5

0

21

Locked

40.9

0

0

22

Locked

40.3

6

0

23

Locked

40.9

5

0

24

Locked

40.9

0

0

 

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

46200000

42.2

5120

64 qam

1

2

32600000

41.3

5120

64 qam

3

3

25800000

41.3

5120

64 qam

4

4

39400000

41.5

5120

64 qam

2




Upstream bonded channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

1

ATDMA

0

0

6

0

2

ATDMA

0

0

0

0

3

ATDMA

0

0

0

0

4

ATDMA

0

0

0

0

 

 

 

 

 

 

 

Network Log

Time

Priority

Description

06/02/2021 06:54:6

notice

LAN login Success;CM-MAC=***********;CMTS-MAC=***********;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:01:40

critical

No Ranging Response received - T3 time-out;CM-MAC=***********7;CMTS-MAC=***********;CM-QOS=1.1;CM-VER=3.0;

06/02/2021 06:44:9

notice

LAN login Success;CM-MAC=***********;CMTS-MAC=***********;CM-QOS=1.1;CM-VER=3.0;

05/02/2021 10:37:21

critical

No Ranging Response received - T3 time-out;CM-MAC=***********;CMTS-MAC=0***********;CM-QOS=1.1;CM-VER=3.0;

04/02/2021 20:33:13

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=***********:17;CMTS-MAC=***********;CM-QOS=1.1;CM-VER=3.0;

01/02/2021 10:15:55

critical

No Ranging Response received - T3 time-out;CM-MAC=***********;CMTS-MAC=***********;CM-QOS=1.1;CM-VER=3.0;

01/02/2021 08:33:13

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=***********;CMTS-MAC=***********;CM-QOS=1.1;CM-VER=3.0;

28/01/2021 22:21:28

critical

No Ranging Response received - T3 time-out;CM-MAC=***********;CMTS-MAC=***********;CM-QOS=1.1;CM-VER=3.0;

28/01/2021 20:33:13

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=***********;CMTS-MAC=***********;CM-QOS=1.1;CM-VER=3.0;

26/01/2021 12:06:17

critical

No Ranging Response received - T3 time-out;CM-MAC=***********;CMTS-MAC=***********;CM-QOS=1.1;CM-VER=3.0;

 

Let me know what you want from me, as you'll maybe recall I'm more than happy to dance around as usual with any requests etc. Bear in mind the issues remain static when:

1) All tests have been done running in modem (using a tplink) and router mode.
2) All tests have been using a variety of ethernet cables (5 through 7).
3) All tests have been on 3 separate PC builds all connected via ethernet and one laptop.
4) All tests are done at a variety of times within these time slots - 4.00am - 5.00am, 9.00am - 10.00am, 1.00pm - 2.00pm, 4.00pm, 7.00pm - 8.00pm, 10.00pm - 11.00pm.
5) Broadband Monitor is next to useless for pinpointing this issue so although I know it will almost certainly be requested all it does is throw the investigation a curve ball (see the previous issue which I'll happily link if needed as it is now archived on these boards).

This image will take awhile to be verified to view but this is a GOOD test to the ingest servers, as in as GOOD as I've seen it for weeks. It was a one off. Even this is horrendous compared to what a normal run looks like and a good anomaly to showcase how erratic the issue is. It's hardware once again somewhere out in the big beyond and it was fixed last time...let's see how we get on this time round...

twitch1.png

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Andruser
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Re: Guess Who's Back, Back Again - Virgin to Twitch Ingest Abysmal Once Again

Your downstream power levels are too high, and I'd flagged that for staff to advise.  But I wouldn't expect that to have a bearing on Twitch, and your upstream and Network log look OK.  So perhaps a routing or capacity issue elsewhere?

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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cje85
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Re: Guess Who's Back, Back Again - Virgin to Twitch Ingest Abysmal Once Again

It might be useful to run some traceroutes to servers around Europe (listed on https://twitchstatus.com/) to see if the results show where the problem occurs in the network.

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Chris_W1
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Re: Guess Who's Back, Back Again - Virgin to Twitch Ingest Abysmal Once Again

Hi Grumbul, thanks for the message. we have looked into this and can see some red on the downstream, can you ensure that all cables are hand tight and let us know if anything changes? Please let us know and we will aim to look into this further for you ^Chris

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Grumbul
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Re: Guess Who's Back, Back Again - Virgin to Twitch Ingest Abysmal Once Again

Hi all, and thanks for the help thus far.

I can confirm everything is lovely and tight Chris 👍

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Grumbul
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Re: Guess Who's Back, Back Again - Virgin to Twitch Ingest Abysmal Once Again

So not much seems to have changed around here then. No-one has come back to me....

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Grumbul
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Re: Guess Who's Back, Back Again - Virgin to Twitch Ingest Abysmal Once Again

...and no update still...

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Grumbul
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Re: Guess Who's Back, Back Again - Virgin to Twitch Ingest Abysmal Once Again

...and still no response or update from anyone...

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Grumbul
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Re: Guess Who's Back, Back Again - Virgin to Twitch Ingest Abysmal Once Again

Even for VM this is exceptional. over two weeks and not even a courtesy DM or a response here. A semi-acknowledgement that something is wrong on the upstream and not. A single. Thing. Done. About. Anything.

Amazing service.

What is even better is since this post went up I've been inundated and essentially harassed by VM phone sales trying to 'get me a better deal' and then asking me to go on hold. Every time. I ran the maze today with them. They left me hanging for 10 minutes before they disconnected.

This is getting farcical now. 

Can I please ask that someone actually get in touch and stop this charade. I'm a paying customer whose gone WELL out of my way on MANY occasions to provide technical feedback and am now just being ignored. It's frankly insulting.

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Grumbul
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Re: Guess Who's Back, Back Again - Virgin to Twitch Ingest Abysmal Once Again

Friday morning, let's see how we get on today....

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